Chouksey Engineering College Lal Khadan Bilaspur (C.G)

“Summer Training Report on

Market Survey for airtel landline and broadband services

To Know growth pattern of Airtel landline & Broad Band

Analyze Customer Satisfaction To Know Problem Regarding Billing

Network Response of Respondent Regarding

New Connection Preference regarding various plan Market share of telecom companies.

S.No. Wired-Line Service Provider Total Subscribers Share in %

1 Bharti Airtel Limited 2,756,254 7.28

2 Reliance Communications 1,115,693 2.95

3 Tata Teleservices 929,564 2.45

4 Mahanagar Telephone Nigam Ltd. 3,575,909 9.45

5 Bharat Sanchar Nigam Ltd. 29,149,8317 7.09

6 HFCL Infotel 162,044 0.46

7 STL 122,573 0.32

Fastest Growing Sector – CAGR 22% (2002-07)

Second Largest Telecom Market◦ Lowest tariff charges in the world◦ Wireless Subscribers – 315.3 Mn◦ Wireline Subscribers – 38.4 Mn◦ Teledensity – 30.6

23 Circles - 4 Categories ( Metro, A, B & C)

Bharti Airtel – Largest player with presence in 23 Circles

Telecom giant Bharti Airtel is the flagship company of Bharti Enterprises.

Bharti Airtel, formerly known as Bharti Tele-Ventures Limited (BTVL).

India's largest and world's second largest cellular service provider.

More than 88 million subscribers as of 31 December 2008.

Airtel brand is headed by Sunil Bharti Mittal.

Airtel provides mobile & fixed wireless services using GSM technology across 23 telecom circles .

By 2012 Airtel will be the most admired brand in India:◦ Loved by more customers◦ Targeted by top talent◦ Benchmarked by more businesses

“ We at Airtel always think in fresh and innovative ways about the needs of our customers and how we want them to feel. We deliver what we promise and go out of our way to delight the customer with a little bit more”

Strength Market Leader Recognized Globally Strong New Business Development team Strong Financials Largest Telecom Player

22.6%

Weakness

• Outsourcing of core

system

• Network Coverage

Opportunities

Low Broadband Penetration,

Rural

Telephony

Bharti Infratel – Cutting Down

cost inRural area

Current Tele-Density – 30.6

still low among developing

countries

Threats

Falling ARPU

Intense Competition &

Shortage of

Bandwidth

New Players coming in India

Uncertain Economic

Condition

1 Km

1 Km

1 Km

Data Sources Primary Data and Secondary Data

Research Design Descriptive study

Research Approach Questionnaire

Sampling Unit Bilaspur

Sample Size 150

Data Collection Direct interview

30

35

45

Airtel BSNL Reliance Tata

77%

23%

Satisfied Customers Non-Satisfied Customers

34%

11%

33%

22%

Bill Network Prices Others

75%

25%

Interested Not Interested

27%

29%

20%

10%

7%7%

Plan 325 Plan 425 Plan 499 Plan 699 Plan 725 Plan 700

15%

20%

15%20%

30%

BSNL Reliance Airtel Tata Others

8%

15%

11%

16%16%

26%

8%

Biling issues No customer care support Disturbances in lines

Services not satisfactory Repeated disconnections Slow speed

Costly

26%

9%

4%10%13%

21%

17%

Biling issues No customer care support Disturbances in lines

Services not satisfactory Repeated disconnections Slow speed

Costly

32%

17%6%10%

12%

6%

17%

Biling issues No customer care support Disturbances in lines

Services not satisfactory Repeated disconnections Slow speed

Costly

27%

21%

5%11%

3%

6%

27%

Biling issues No customer care support Disturbances in lines

Services not satisfactory Repeated disconnections Slow speed

Costly

Market share of BSNL is More. Mostly customer are satisfied with

Airtel services. Problem regarding Bill, they cannot

receive bill in time. Some customer say prices are too

high Some customer say not provide

information at connection time

Uniformity of information by customer care for all customer.

Timely awareness of Plan & Scheme to customer.

Network Should be Improved whenever necessary.

Providing booklet Regarding facilities and services.

Airtel sites Must be promoted among customer for more use.

Charges should not be very high.

Customers didn’t give proper information regarding them.

Some customer not aware about plan. Due to limitation of time we don’t take

opinion from large no. Of customer. At times customers don’t listen to the

information given to them regarding plans and services due to lack of time.

Respondend didn’t co-operate us as they are too angry in whole proceesing.

Bsnl is at the First position in Market. Airtel comes Second Position, as a fast growing Company.

Customer of Airtel has satisfied. Dissat regarding Bill only.

Due to cut throat competition Customer Switch to another operator Very soon.